IT Support Analyst II

Essential Duties and Responsibilities

• Provide Level 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve Windows, Microsoft 365, email, VPN, and application-related issues.
• Diagnose hardware, software, network, and connectivity problems.
• Support remote and onsite users across multiple locations.
• Escalate unresolved issues to Tier III support, engineering teams, or vendors as necessary.
• Manage incidents and service requests through the ITSM platform (e.g., Atlassian/Jira).
• Meet established SLA and KPI targets.
• Document troubleshooting steps, root causes, and resolutions.
• Prioritize support requests based on business impact and urgency.
• Create, modify, and disable user accounts and groups in Active Directory and Azure AD.
• Manage password resets, permissions, group memberships, and access requests.
• Support identity and access management processes.
• Support Microsoft 365 applications including: Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Assist with mailbox management, licensing, and user provisioning.
• Deploy, configure, and support desktop and laptop systems.
• Utilize endpoint management tools such as: Microsoft Intune, SCCM/ME, Autopilot, Lansweeper.
• Follow corporate cybersecurity policies and procedures.
• Support MFA enrollment and troubleshooting.
• Aid in endpoint security initiatives and vulnerability remediation.
• Report security incidents and potential risks.
• Support technology refreshes and hardware deployments.
• Aid in testing and implementation of new technologies.
• Contribute to process documentation and knowledge base articles.
• First-call resolution rate.
• SLA compliance.
• Customer satisfaction (CSAT).

Education And Experience

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Equivalent experience may be substituted for formal education.
• 3–5 years of IT support or help desk experience.
• Experience supporting Microsoft Windows environments.
• Experience with Microsoft 365 administration and troubleshooting.
• Experience with Active Directory and Azure AD.
• Experience with Mobile Device Management.

Skills And Abilities

• Excellent customer service and communication skills.
• Strong analytical and troubleshooting abilities.
• Ability to manage multiple priorities simultaneously.
• Strong documentation and organizational skills.
• Ability to work independently and within a team environment.
• Technical Skills:
• Windows 11.
• Microsoft 365.
• Active Directory.
• Azure Active Directory / Entra ID.
• Microsoft Intune.
• TCP/IP networking fundamentals.
• Remote support tools (TeamViewer).
• Pentagon ERP.
• Lansweeper IT Asset Management.

Preferred Certifications

• CompTIA A+.
• CompTIA Network+.
• Microsoft Certified: Modern Desktop Administrator Associate.
• Microsoft 365 Certified Fundamentals.